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The effect of online brand experience on brand loyalty: A web of emotions.

By: Contributor(s): Material type: TextTextDescription: 7-24.pSubject(s): In: MURTHY, E N BRAND MANAGEMENTSummary: The paper analyzes how online brand experience can be measured and determines its impact on brand loyalty. Similar to offline brand experience, online brand experience is broken down into sensory, affective, cognitive, behavioral and relational elements of brand experience. Although online brand experience lacks physical presence such as a store, it still has the possibility to create a virtual brand experience through visual, audible, gaming or community-based features, which in turn can lead to improved brand image and to behavioral and attitudinal brand loyalty. The present empirical research investigates the influence of the five different types of online brand experiences-sensory, affective, cognitive, behavioral and relational-and the website usability on brand loyalty through an empirical study of the travel website qyer.com in China. The respondents (n = 69), i.e., users of the qyer.com website, confirm through a standardized online survey the positive impact of online brand experience on brand loyalty. Especially affective and behavioral brand experience impacts brand loyalty. Sensory, cognitive and relational brand experiences have a slightly lower but significant impact. Website usability shows the lowest impact. The study proves the significance of online brand experience to create brand loyalty and identifies the most important dimensions of brand experience.
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Holdings
Item type Current library Call number Vol info Status Notes Date due Barcode Item holds
Journal Article Journal Article Main Library Vol 15, No 1/ 5558568JA1 (Browse shelf(Opens below)) Available 5558568JA1
Journals and Periodicals Journals and Periodicals Main Library On Display MAGAZINE/MAR/Vol 15, No 1/5558568 (Browse shelf(Opens below)) Vol 15, No 1 (01/03/2018) Not for loan March, 2018 5558568
Total holds: 0

The paper analyzes how online brand experience can be measured and determines its impact on brand loyalty. Similar to offline brand experience, online brand experience is broken down into sensory, affective, cognitive, behavioral and relational elements of brand experience. Although online brand experience lacks physical presence such as a store, it still has the possibility to create a virtual brand experience through visual, audible, gaming or community-based features, which in turn can lead to improved brand image and to behavioral and attitudinal brand loyalty. The present empirical research investigates the influence of the five different types of online brand experiences-sensory, affective, cognitive, behavioral and relational-and the website usability on brand loyalty through an empirical study of the travel website qyer.com in China. The respondents (n = 69), i.e., users of the qyer.com website, confirm through a standardized online survey the positive impact of online brand experience on brand loyalty. Especially affective and behavioral brand experience impacts brand loyalty. Sensory, cognitive and relational brand experiences have a slightly lower but significant impact. Website usability shows the lowest impact. The study proves the significance of online brand experience to create brand loyalty and identifies the most important dimensions of brand experience.

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